Patient Care Manager

Schedule: Full-time (40 hours per week)

Classification: Exempt

Location: Remote, work from home

Lap of Love is a national practice dedicated exclusively to in-home, end-of-life care for pets. We believe all pets and their families deserve the most compassionate and supportive end-of-life experience. Our experienced veterinarians help pets and their families with quality-of-life assessments, pain and anxiety management, end-of-life consultations, and peaceful euthanasia in the comfort of their pet’s favorite place – home.

Position Description

Lap of Love Veterinary Hospice, headquartered in Lutz, FL., seeks to add a key member to its growing team by employing a dynamic Patient Care Manager.

As a Patient Care Manager, you will oversee our active hospice patients and aftercare services, ensuring consistent quality care is offered to our families and to our veterinary associates. Your veterinary practice management skills will offer insight on elevating our end of life care services, and your leadership skills draw upon your abilities to develop the hospice care team while fostering an engaging and collaborative environment. This role will be pivotal in shaping our hospice service and patient care team via a servant leadership style.

Requirements

Essential Functions:

• Become extremely knowledgeable about veterinary hospice care, crematory relationships and veterinary operations as related to our veterinarians and pet owners
• Establish collaborative working relationships with our patient care team
• Resolve patient care issues while considering the impact of our stakeholders
• Approve patient care team schedules and territories to ensure optimal coverage for our families while balancing the needs of our organization
• Communicate interdepartmentally to support our team with timely information
• Offer exceptional people management and performance evaluations, including hiring, reviews, probations, employment changes and terminations
• Collaborate on escalated client concerns or questions
• Manage patient care team caseload, responsibilities and growth
• Identify opportunities and trends and share results with the executive team
• Report, audit and research on vendor and crematory relationships related to patient care services

Skills and Requirements:

A successful Patient Care Manager will possess these attributes:

• Strong leadership skills. You possess the qualities and characteristics of a strong leader including character, vision, courage, integrity, empathy, persistence, commitment, confidence, and determination. You have the ability to resolve conflicts, think strategically, make decisions with confidence all while maintaining great focus and respect for others.
• Detail oriented and well organized. You see the big picture and understand how the details relate to the overall mission of the organization. Your attention to detail is supported by your organizational and design skills. You appreciate order and know how to achieve it efficiently.
• Excellent project management and multitasking skills. You are exceptionally skilled at juggling multiple tasks, allocating and optimizing resources, and managing timelines.
• Great communicator. You have excellent written and oral communication skills and are known for your poise, tact, professional demeanor, and diplomacy. You confidently engage with staff at all levels and across multiple parts of our organization. You are willing to listen and learn from others.
• Confident and pleasant. You know what you need from others, are comfortable asking for help, clear about what others can expect from you, and able to keep things running on time. You understand that everyone is a “customer” and should have a best in class service experience when contacting you, the leadership team, or anyone across the organization.
• Self-starter with excellent follow-up skills. You know what needs to be done and you take initiative to do so without hesitation. You are flexible, motivated, and reliable, and are able to work independently to meet company goals.

Experience and Education:

• Bachelor's degree, or equivalent experience in management and administrative processes, required
• Certified Veterinary Practice Manager (CVPM) or Bachelor's degree in Healthcare Management or Business Administration, preferred
• Three years related experience in veterinary profession, specifically in end-of-life care, including direct supervisory experience (includes hiring, associate development, etc.), required
• Exceptional Office365 skills, particularly Excel,